Capital One Financial Corporation

Review: Regarding: Account No.[redacted] Capital One Financial Corporation [redacted] To Whom It May Concern:

I am writing a letter about my experience with Capital One that is a mixture of a grateful "thank-you"

and a pressing request concerning a $300.00 Credit Card trade line in my credit files that I would like to

have revised.

I received the Capital One card in 2010, several years before I became unemployed, which later led to

my wife being injured in a serious car accident, losing a leg and 2 fingers. She later married someone

else, taking my 4 children from me. I have since been unemployed/downsized since 2011, evicted, and

am living in a homeless shelter and receiving government assistance. These last 3 years have been the

lowest point of my life. I've never relied on food stamps to make ends meet. When I experienced this

terrible hardship, I became disorganized with respect to, as you saw, making timely payments with your

company. I fully recognize my responsibility with respect to payable accounts and have worked diligently

to rehabilitate my credit worthiness since that time.

To be honest, that year was a wake-up call for me regarding fiscal organization. As a former [redacted] of a [redacted] company, I know what it means to pay on time. Since then I believe I have learned

the essential organizational and financial management principles I desperately needed at that point.

Thankfully, responsible credit management is now reflected in my credit records which-- excluding the

Capital One Bank card late entry-- are excellent. I wish to soon return to prominent status with your

organization and I am determined to keep a spotless record once my life is back on track.

I am now on the road to recovery and have since interviewed for many jobs, and it has come to my

attention that the derogatory notations from your trade line has prevented me from taking full

advantage of the very right that any American citizen finds success and confidence in having- a job.

In fact, I was even approved for a new card secured card with your company. It is a low limit card with a

line of: $200.00. I plan on keeping up to date with this card and making all payments on time. I will not

allow myself to fall into the pit that happened years before.

Since the negative notations do not reflect my current life changing situations, I am requesting that you

give me a second chance at a positive credit rating by revising the negative trade lines. Your customer

service representative suggested that I write you for a "goodwill adjustment." I sincerely hope that there

is redemption at Capital One, and I beg you for such consideration. Please let me know if any additional

documentation would assist in reaching a positive outcome, and I thank you again for the time you have

spent reading this letter.

Very hopefully yours,Complaint concerns: a Credit Card

Business

Response:

Dear[redacted].[redacted],Your complaint to the Revdex.com was forwarded to the attention of the Executive Office for response. Please allow me to address your concerns.We understand you would like us to modify the information we reported about your account and remove the derogatory payment history. Based on our investigation, we’ve confirmed that the account charged off as a bad debt on August 31, 2012, with a balance of $732.35 on that date.We are reporting accurate information. As a result, we are not able to change what is being reported.Please know that on September 1, 2012, this debt was sold to[redacted]. Any questions you may have regarding this debt after September 1, 2012, please contact [redacted] directly at[redacted].We appreciate the opportunity to address your concerns. If you have any additional questions, you may contact me at[redacted]. I can be reached Monday through Friday, from 8 a.m. to 4 p.m. ET.Sincerely, [redacted]

Review: My name is [redacted] and I am a Capital One Account Holder (ending in … [redacted]).

I have been set-up with the auto-debiting feature for quite some time for my monthly payments.

In March of 2014, I had a payment that was auto-debited through Capital One, bounce due to Non-sufficient Funds. Unfortunately, the funds were unavailable due to a checks balance that was placed on hold during this duration. As you will note, I have always been on time, made my payments and so forth.

Since my Capital One Credit Card was linked over to my [redacted] checking, alerts and notifications set as well, I expected a payment to be processed over the next coming days and usually received notice of withdrawal from Capital One, which I did.

I have an alert system set up through Capital One that would allow me to receive a notification, via call, text and email in the event there was a problem with payment processing. In this case, I was never notified or called in order to rectify the situation that payment couldn’t be received to due my [redacted] NSF.

I didn’t find out about my account being exactly 44 days past due until I was ready to make my payment through Capital One once again, and upon my call in, they notified me that they never received the previous payment. Upon questioning the circumstances and investigating further, they noted they failed to initiate or make contact with me, and that they never reprocessed the payment for auto-debit again, which my account was set-up for.

As a result they reversed my late fees and assured me they would go ahead and dispute it. Upon our conversation, the representative named [redacted] opened up a case number for me, listed as [redacted]. She stipulated that it was indeed a Clerical communication error on Capital Ones part. They would contact the Bureau and address the situation to get the credit hits removed. However, upon further investigation into Capital One, I found out that [redacted] had given me a number that was not in the database. Mysteriously even down the line, NO ONE at Capital One could tell me who opened the original case or would look into what the original phone call (though recorded, stored and saved by your company) entailed, which would solve the problem in the first place. After that, I would be sent on a wild goose chase through Bureaucratic and manipulative tasks to finesse this matter.

To further get an update on the matter, I called on May 1st, 2014 and spoke with [redacted], a Capital One Representative who looked through my case number : [redacted] and found that they indeed had sent a letter to the agencies letting them know that my account had gone over 44 days. However, they failed to include in their letter where the error lay at hand, only detailing their side of the story, but not addressing the details in how they laid in error.Complaint concerns: a Credit CardDesired Settlement: A miscommunication has now taken place and instead of disputing it to remove it from my records, I was notified by [redacted] that they instead only sent the main credit Bureau’s, a letter stating that the account had indeed been over 44 days, but with no explanation as to their responsibility for the delinquence and the resolution they made with me and my accounts end upon that day of speaking with [redacted]. Per the original agreement, they would take care of my fee reversals and aquit the note with the bureau, which they failed to do. Since Capital One records all details of calls with customers, I am asking for you to open an investigation and subpoena the calls within your own department. In the calls, you will find all details into this matter, note of responsibility on Capital One’s part, and agreement that they would have these removed. I am asking you to re-open this case, amend and remove my delinquency by sending a letter of detailed information to ALL Credit Bureau’s. Although you have already submitted a note, you have failed to submit a note with detailed information, and your liability into this matter which would have removed my credit score hit. I have worked years as a student to keep my credit score immaculate, and as a result, your hit to my credit score, which is the only one to ever hit my entire credit portfolio, has withheld me from moving, getting a car title, and have had credit card limits placed on several of my other cards. It is a heartbreaking situation to have worked years to build this reputation, and come Capital One to manipulate my account by promising to fix it, then sending me into a Bureaucratic system where there is no resolve, miscommunication by Agents to myself and the run-around of "We did our best," when in reality you just avoided the situation and thought I would be another customer who would get lost in the system. I will not accept that there is no way to getting this fixed, because there's always a way, if there is a will. Thank you!

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com Case No.: [redacted] Dear [redacted], This letter is in response to your complaint to the Revdex.com, concerning auto payment set up, a returned payment, and information we’ve reported to the Consumer Reporting Agencies (CRAs) on your account. We value your feedback and I’d like to share more information with you.Thanks for your patience while I researched this matter. Although we found no error in the reporting of this account, I have sent a request to the CRAs to update your credit profile that the account is reporting as paid as agreed and not past due for the month of April 2014. For your reference, the control number for this update is[redacted]. It may take these agencies up to 60 days to update their records. While I found no error when our agents spoke with you, I can understand your frustration and as a courtesy, I issued a credit of $50.00 to your account. This credit reflects on your February 2015 billing statement. In your complaint, you let us know that you set up automatic payments with your checking account with [redacted] Bank. You mention that this automatic payment set up from your bank was returned due to non-sufficient fund on your banks end due to a hold on your account at that time. Allow me to explain further. On March 20, 2014, the payment of $145.00 dated March 14, 2014, was returned. As a result, the account became past due. We do not represent payments that have been returned to us as non-sufficient funds, which is why we were unable to obtain payment for the returned. The April 2014 billing statement minimum payment of $292.00 due by May 14, 2014, included the past due amount. On May 1, 2014, a direct debit payment for $292.00 was received which brought the account current. I have enclosed of the April 2014 through May 2014 billing statements for your review. In reference to your concern account alerts by text, call, and email. Our records show that this account is not set up to receive account alert notifications, which is why an alert was not sent to you about the returned payment dated March 14, 2014. While automatic security alerts are systemically set up for the account to be received, the account alerts for notification of past due status and payment due are optional and require subscription by signing up through the Capital One website under account management. You can logon to capitalonecreditcards.com to subscribe for this option. You also mention in your complaint that you had spoken to a few of our Customer Service representatives about your concerns of the 30 day delinquency on your credit profile, as well as a case number of #[redacted] that was provided to you. Unfortunately, I was unable to locate the case number of #[redacted] as referenced in your complaint. I found 3 calls, one call dated August 6, 2014, and two dated May 1, 2014. I review these calls and found no error when our agents spoke with you.We have valued your business since [redacted] and we hope to continue our business relationship. If you have additional questions or concerns, please give me a call Monday through Friday at [redacted] from 8:30 a.m. to 5 p.m. PT. I’m glad to help any way I can. Sincerely,[redacted], on behalf of Capital One

Review: I have been with this card 40 years and have always paid on time I have a credit score of 800 they said no interest on this money for 1 yr. Now they want me to pay interest charges.Desired Settlement: I hope you can help me fix this.

Business

Response:

Re: Account ending in [redacted] Capital One Case: [redacted] Revdex.com No: [redacted]

Dear Donna Cullaz, Your complaint to the Revdex.com was forwarded to the attention of the Executive Office for response. Please allow me to address your concerns. We have reviewed your complaint regarding interest being charged to this account and found that on December 18, 2014, we provided a letter to you through the Consumer Financial Protection Bureau (CFPB) that details our position regarding the account in question. We feel that this response fully addresses your concerns, and we continue to uphold our position. For your review, we have enclosed a copy of our letter dated December 18, 2014. If you have any additional questions, you may contact me at [redacted]. I can be reached Monday through Friday, from 8 a.m. to 4 p.m. ET. Sincerely,

[redacted], on behalf of Capital One

Review: I attempted to speak at capitol one pay my bill and have late fees removed because I made a request change my due date from 8 to 12 th

the cards ending in [redacted] & [redacted] I suppossed a change in due date from 8th to 12th. no one wanted to assist me in removing the late fees. J[redacted]Desired Settlement: have late fees removed for month of June 2 credit cards ending in [redacted] & [redacted]

Business

Response:

Re: Accounts ending in [redacted] and [redacted] Capital One Case: [redacted] Revdex.com Case No.: [redacted] Dear [redacted], This letter is in follow-up to our conversation on June 15, 2015, about your concerns to the Revdex.com (Revdex.com), about past due fees billed to your account. I realize you’re concerned about this, and I’d like to share more information. Thanks for taking the time to speak with me. As discussed, for both accounts ending in [redacted] and [redacted], on June 12, 2015, the past due fees for $25.00 each were credited to the account by our Customer Service agents. These credits will appear on your July 2015 billing statements. On May 28, 2015, our records show you requested a due date change from the 8th to the 12th of each month, on both of your accounts. This process takes 1-2 full billing cycles to take effect, so you should still make your normal minimum monthly payment on your current scheduled due date of the 8th. Past due fees are billed when a minimum payment isn’t received by the due date. Allow me to explain further.Account ending in [redacted]:On June 8, 2015, a past due fee for $25.00 billed. The May 2015 billing statement closed with a balance of $288.02, with a minimum payment due of $25.00, by June 8, 2015. We did not receive a payment, and as a result, the account was billed a past due fee of $25.00 and interest charges for $53.58. The June 2015 billing statement closed with a balance of $2,746.56, with a minimum payment due of $109.00, by July 8, 2015. Account ending in [redacted]:On June 8, 2015, a past due fee for $25.00 billed. The May 2015 billing statement closed with a balance of $495.29, with a minimum payment due of $25.00, by June 8, 2015. We did not receive a payment, and as a result, the account was billed a past due fee of $25.00 and interest charges for $10.10. The June 2015 billing statement closed with a balance of $535.38, with a minimum payment due of $66.00, by July 8, 2015. If you have questions or concerns, please give me a call at [redacted] Monday through Friday from 8:30 a.m. to 5 p.m. When contacting me, please be sure to have the following six digit telephone PIN number available: [redacted]. I’m glad to help in any way I can. Sincerely,[redacted], on behalf of Capital One

Review: I called in to file a fraud report on some fraudulent activity on my accounts, they called me back and basically told me that I'm a liar, I found the person to be very rude, I refused to make the monthly payments because of these charges until they were cleared up, so now I have marks on my credit report tooMy complaint concerns: a Credit CardDesired Settlement: I would like the money for the fraudulent activity adjusted plus a credit for the rude representative and the troubles of all this and my credit report corrected

Business

Response:

Dear [redacted] I am reaching out to you about your concerns filed with the Revdex.com (Revdex.com) regarding fraudulent activity on your account and its effect to your credit profile. I am sorry for the frustration this situation may have caused you. Our Fraud Department has reviewed your account and found no indication of fraud. Based on these findings, we must respectfully decline your request to update the information we are reporting to your credit profile. Please allow me to explain further. On September 4, 2015, we received a request via phone to initiate a fraud investigation on several charges on your account totaling $206.79. When the fraud investigation was initiated, provisional credits for each of the transactions were added to your account while the fraud investigation was conducted. A fraud investigation can take up to 90 days to complete. Your July 2015 billing statement showed a minimum payment of $25.00 was due by August 12, 2015. Your August 2015 billing statement showed a minimum payment of $64.00 was due by September 12, 2015. As stated on the back of your billing statement, you are not required to pay for disputed transactions. However, you are required to maintain your regular minimum payments. When we did not receive payments by your August 2015 and September 2015 due dates, your account became 30 days delinquent and was reported as such to the Consumer Reporting Agencies (CRAs). The fraud investigation was completed on October 21, 2015. Our Fraud Department found no indication of fraud and the provisional credits for each of these transactions will be billed back to your account. Because these transactions were found to be valid charges, the reporting of this account is considered accurate and no update is required with the CRAs. On October 26, 2015, we sent notification to the CRAs that you are disputing the information we are reporting concerning this account. The confirmation number for this notification is 76876546. If you have any additional questions about your credit file, please contact the CRAs directly. To assist you, I have provided the following names, addresses, and phone numbers for the CRAs below: Experian Equifax TransUnion Innovis P.O. Box 9595 P.O. Box 740256 Corporation P.O. Box 1534 Allen, TX 75013 Atlanta, GA 30374 P.O. Box 2000 Columbus, OH 888-397-3742 800-685-1111 Chester, PA 19022 43216 www.experian.com www.equifax.com 800-888-4213 800-540-2505 www.transunion.com www.innovis.comPlease know that we take feedback from our customer’s very seriously. The calls you mentioned were reviewed and there was no indication of misconduct. However, I have forwarded your concerns to the appropriate area. If you have additional questions, please give me a call at [redacted] Monday through Friday from 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I’m happy to help in any way I can. Sincerely, [redacted], on behalf of Capital One

Review: I have been a loyal customer with capital one for almost about 7 months now. When I signed up in the agreement it said that if the credit card bill was paid on time for the first 6 months they would give me a credit line increase. I am working full time, and I do have a job. I called up to see if there was anything that could be done she was telling me one payment was missed, I immediately checked my Experian credit report monitoring, and all payments were paid on time. I then called up once again and reached a customer service agent, and she specifically told me that the issue could be due to my age, or length of credit history. Which is against the laws regarding the FCRA under CFPB. Then she started to compare me to her son's age and was stating that since he is my age he didn't get approved. She then also started to go over some of the health information on my credit report which is a huge HIPPA violation by mentioning which creditors were owed and how much. and , not only did she compare me to him which I feel discriminated against. But, under the FCRA, and the CFPB; it is illegal to base a decision on age, sex, or orientation. I also feel that the customer service is horrible, and I was promised that someone would reach out to me . I am a Citizen with all the right credentials to apply for a credit card, and increase, I also feel that they took that into thought as well.My complaint concerns: a Credit CardDesired Settlement: I have two lines of credit with Capital one, I would like to have my credit raised on both of my cards for the inconvenience. Or to take both balances with both cards, and have just one credit card with higher limits.

Business

Response:

Dear [redacted], I am responding to your submission to the Revdex.com (Revdex.com) about concerns with credit limit increases for your accounts. I reviewed our records and found that we received payments after the cutoff time for each of your accounts while your account was enrolled in Credit Steps. Because of this, your account credit limit increases were delayed to apply on your 10th billing cycle rather than your seventh billing cycle. Our agents explained the Credit Steps program during your interactions with them by phone when you contacted us for assistance with credit limit increases. As a courtesy, I issued a credit (for the account ending in [redacted]) in the amount of $25.00 on November 10, 2015, for the past due fee billed on May 4, 2015. The past due fee for your account ending in [redacted] was previously credited on June 15, 2015. You state in your submission to the Revdex.com that we did not report your accounts as being past due to the Consumer Reporting Agencies (CRAs). We report the status of your accounts to the CRAs monthly. Because neither of your accounts cycled as 30 days past due, this information was not reported to the CRAs. In an effort to resolve your concerns, I attempted to contact you on the phone number provided in your complaint, but was unable to reach you. The purpose of my call was to advise that we have an option to manually review your accounts for a credit limit increase. This does not guarantee approval; however, it gives our underwriters the chance to review your information to see if our decision would be different. If you wish to move forward with a manual review, please return my call at the number provided below. In order to complete the manual review, I will ask you to provide information related to your employment status, income information, housing information, and authorization for us to access your credit file to process the request. EQUAL CREDIT OPPORTUNITY ACT The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age (provided that the applicant has the capacity to enter into a binding contract); because all or part of the applicant's income derives from any public assistance program; or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The federal agency that administers compliance with this law concerning this creditor is: Bureau of Consumer Financial Protection, 1700 G Street NW, Washington, DC 20006. Finally, I reviewed your interactions with our agents and, while I found no errors with the servicing of your account, I appreciate the feedback you provided about our credit limit increase program. I have provided this feedback to the appropriate areas. Please note that we are unable to increase your credit limit for either of your accounts based on any inconvenience you have experienced and will need this information to process the manual review should you choose to provide the information needed. I apologize for any frustration this may cause. If you have additional questions or concerns, please give me a call at 800-955-1455, Monday through Friday from 8 a.m. to 4 p.m. ET. When contacting me, please be sure to have the following six digit phone PIN available: 973864. I’m glad to help any way I can. Sincerely, [redacted], on behalf of Capital One

Review: Notified card issuer multiple times most recently on December 5, 2015 by facsimile and December 13, 2015 by phone regarding a disputed charge from [redacted] and I requested a credit to my account in the amount of the disputed charge $2,700.00 due to merchandise from transaction with [redacted] USA being returned and a refund to my prior CAPITAL ONE account ending in 1157 being due and owed from [redacted] .

Both my card issuer, CAPITAL ONE and [redacted] are aware that [redacted] completed the original $2,700 transaction as a split tender from my own personal account with CAPITAL ONE and an account that belongs to another third party for which I have no control or ownership. CAPITAL ONE was provided a sworn affidavit in which I attested that I received no refund, benefit or products from [redacted] #R106 TUKWILA WA 98118 USA in regards to the transaction in error and that a credit is due to me from [redacted] in the amount of $2,700.00.My complaint concerns: a Credit CardDesired Settlement: I would like for CAPITAL ONE, to credit the amount of the $2,700.00 disputed charge in addition to interest late fees and penalties occurring as a result of its failure to properly dispute and resolve [redacted] USA billing error on my behalf.

Business

Response:

Dear [redacted]I’m reaching out to you about your concerns filed with the Revdex.com (Revdex.com)regarding a recently disputed transaction. I have fully researched your concerns, please allowme to explain further.On July 10, 2015, [redacted] charged your account $2,700.00. We received a dispute forthis transaction through our website on July 14, 2015. Our Disputes Department reviewed theinformation you provided in your dispute stating that you had returned this merchandise to thestore. A temporary credit was issued to your account for the full amount of the transaction whilewe processed your request. On July 18,2015, a request was sent to the merchant requesting arefund for the full amount of the charge.We received a response to our request from [redacted] on September 12, 2015, advisingthat they had processed the full refund of the merchandise to a different card ending in 5267. Ihave [redacted] a copy of their response for your review. We removed the temporary credit fromyour account and sent a request to your address above for additional information about yourdispute due by October 14, 2015.On November 10, 2015, we received your response advising that the full refund had not beenproperly credited back to your Capital One credit card. A letter was sent on November 16, 2015,explaining that because the refund had been processed on another credit card, Capital Onewould not be able to assist you further with this dispute. (copy [redacted]) Additionally, onNovember 26, 2015, you spoke with our Disputes Department who advised you of the outcomeof this dispute. Unfortunately, we are unable to further assist you with your request.If you have additional questions, please give me a call at 800-955-1455, Monday through Fridayfrom 8 a.m. to 5 p.m. ET. When contacting me, please be sure to have the following six digitphone PIN available: [redacted]. I’m happy to help in any way I can.Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please review and have Capital One to review the [redacted] documents which I have submitted in response to its response from December

31, 2015.

The cutoff time for payments for credit cards that have one is 8pm but capital one has it at 5pm to screw people over and make extra money by late fees knowing people work until 5 pm. This is very bad business

Review: I have disputing the way Capital One is reporting account [redacted] on my credit report. I filed for bankruptcy November of 2012 and it was discharged February of 2013. Capital One continues to report late payments DURING the filing of bankruptcy. I understood that they had to cease reporting payment history during the bankruptcy process. I filed a complaint with the [redacted] and received a letter back from Capital One dated 8-27-2013 that states in writing, that they sold this account on November 15, 2012 BUT continue to report on this account AFTER it was sold! That is absolutely NOT 100% accurate reporting per the [redacted] and they are in violation of the [redacted] for the reporting of ANY information AFTER they sold this account!Desired Settlement: Since they are in violation for reporting during filing of bankruptcy AND they continue to report on an account AFTER they sold it, I want it deleted form my credit report at once!

Business

Response:

Dear [redacted]:

I'm reaching out to you about your complaint to the Revdex.com about information we've reported to the credit bureaus. We take your concerns seriously, and I'd like to share more information about this.

We are unable to delete this account from your credit report. Please accept this letter as confirmation that on October 11, 2013, an update was sent to the consumer reporting agencies to delete any references to delinquencies after your filing of Chapter 7 bankruptcy. We've instructed these agencies to remove the delinquencies that were reported for November 2012 and December 2012. As these updates are processed electronically, please allow these agencies up to 90 days to update their files. In the interim, this letter shall serve as verification to any parties that may be interested in the outcome of this matter.

Your account has not been sold. Capital One is still the legal owner of this account. We've confirmed that your account was placed with [redacted]) on November 15, 2012, for further collection efforts on our behalf. Due to delinquencies your account charged-off on January 31, 2013. We've confirmed that we are reporting the correct information.

We hope this letter explains more about the situation. However, if you have any questions, please give us a call at [redacted], extension [redacted] between 7:00 am to 3:15 pm PT. We're glad to discuss this with you.

Sincerely,

Office of Executive Resolutions

Capital One

Review: I have an account with Capital One Spark Business. I explained to the customer service rep that because I was a teacher I would be unable to make payments over the summer months because I had no income over the summer. After my account was 3 months passed due they offered to place me into the "Specialty Assistance Program" for passed due accounts. I worked with the Specialty assistance program numerous times over the fall and winter months to try to bring my account current. I made partial payments when I could to let them know I was attampting to keep the credit line in good standing. On January 3, 2014 I was told if I paid $395 that the account would become current and return to good standing status. I set up automatic online billing with my bank so that I could continiue to make on time scheduled payments. The first payment was generated today Feb 3, 2014 for $100. I called today to see if Capital One received my payment and they said my line of credit was revoked back in October. Capital One failed to honor their agreement that enrolling in the specialty assistance program and paying $395 on January 3, 2014 would keep my account current and in good standing.Desired Settlement: This line of credit is currently in the temorary unusable status. I was informed that the line of credit will be suspended/revoked on February 9, 2013. I would like to for this line of credit to remain in good active standing as long as I continue to make scheduled monthly payments.

Business

Response:

Customer Name: [redacted]

Date: 2/11/2014

ER Associate: [redacted]

Our Case Number: [redacted]

Revdex.com Case ID: [redacted]

The customer sent a complaint to the Revdex.com in regards to unrestricting his account after making payments on it. After researching if the restriction could be removed, we were able to honor the customers request. We contacted the customer via telephone to inform him that we were able to honor his request and his account was now unrestricted. [redacted] was satisfied with our resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: In December, 2013, I was the victim of identity theft. They secured a credit card from another bank in my name, and tried to secure one from Capital One, plus another bank. I notified the issuing bank, who in turn notified the three credit reporting bureaus who placed a fraud alert on my record. They also put into effect a "no solicitations clause" I also contacted Capital One Bank and inquired about any applications in my name. They had one but refused it due to lack of information. I informed them of the fraud alert. I also sent them a certified letter explaining the situation. I received a signed return receipt from Capital One Bank.This past week I received an unsolicited application for a credit card from Capital One Bank. I called customer service and explained the situation but could not make the rep understand. I asked for his supervisor and got the same response. He advised me to send a letter explaining the situation. He gave me a [redacted] He said to just address the envelope "General Correspondence."I want my name removed from Capital One Bank's records permanently. I want no more solicitation from them, but can't seem to get them to understand.PLEASE HELP ME.....Desired Settlement: I want no more solicitations from Capital One Bank and some sort of proof of same.

Business

Response:

Dear [redacted]Your complaint to the Revdex.com was forwarded to the attention of the ExecutiveOffice for response. Please allow me to address your concerns.Pursuant to your request to stop receiving mail solicitations from Capital One, I have removedyour name and address, as it appears above, from our mailing list. Please allow 30 days fromthe date of this letter for all mail from us to stop. This means you’ll no longer receive any offersfrom us at the address you provided us.If you are receiving mail from us with any variations in the spelling of your name or address, aseparate request must be submitted. If you receive an additional solicitation that has a variationto the address above, please call me and I will be happy to update our records for you. We havereviewed our records and were unable to find a previous opt out request for this address.We appreciate the opportunity to address your concerns. If you have any additional questions,you may contact me at [redacted] I can be reached Monday through Friday, from 8 a.m. to4 p.m. ET.Sincerely, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Revdex.com spoke with the customer she said that this does resolve the complaint.

Review: [redacted]'s sent me an offer to increase my credit limit to $1500. I called and they increased my limit. My current balance is just over $500. When I went to the store and tried purchase $300 worth of clothes the store clerk told me that my card had been declined. I called Customer service and they said that my account had been closed. No one could tell me why. They said that they would have a department check on it and get back to me. It has been over 2 weeks so I called again. This time the rep told me that my account was closed by the credit bureau, but he couldn't tell me which one. He told me there are only three just call them.Desired Settlement: Restore my account and an apology. You should know who is closing customer accounts.

Business

Response:

Business

Response:

Dear Mr. [redacted], Your complaint filed with the Revdex.com (Revdex.com) was forwarded to my attention in the Executive Office of [redacted]’s for resolution. While [redacted]’s has an established partnership with Capital One N.A., we provide the in-house servicing for your [redacted]’s Charge account. As it is my intent to provide our valued customers with quality service, I appreciate the opportunity to review and resolve your concerns. In your complaint, you state that [redacted]’s closed your account without notification, and when you called to inquire why, we were unable to provide you with a clear explanation. You ask for an apology as well as the re-opening of your account. Upon review of your account, our records show that on May 2, 2015, you contacted us to request a credit line increase. After successfully completing the credit line increase, it appears that your account was closed due to agent error. We apologize for any inconvenience this situation may have caused and want to assure you feedback has been provided to the appropriate area. On July 7, 2015, we re-opened your account at your request. As of the date of this letter, your account is open and in good standing with a balance of $495.01. Mr. [redacted], I trust the information provided resolves your concerns. If you have any further questions, please do not hesitate to contact me directly at [redacted]. Sincerely, [redacted] Sr. Executive Correspondence Advisor Office of the President [redacted]’s Department Stores

Consumer

Response:

Revdex.com, I apologize I didn’t realize there was more for me to do. [redacted]’s apologized and reopended my account. I’m 100% satisfied with [redacted]’s and the Revdex.com. Thank You for your help. [redacted]

Review: Several weeks ago I received five pre-screened / pre-approved credit card offers from Capital One. I called their contact number and asked that all mailings be stopped. The person I spoke with was heavily accented. She kept asking for my emailing address. She repeatedly asked me to spell my name and give my address and spell that. I became incredibly frustrated. I was rude. I asked her if she was stupid. The mailings have not stopped. I have sent them back "Return to Sender." The mailings have not stopped. I've sent emails, I sent emails to their abuse line, I promised I'd contact the Revdex.com and still the mailings have not stopped. I called the "opt out" number and they wanted my social security and birth date. What does that have to do with getting my name off a mailing list? I even contacted the Revdex.com on line and [redacted] informed me that filing complaints was my responsibility. I know that. Her messages felt accusatory and demonstrated a lack of desire to help me. I thought that was what the Revdex.com was for. I was wrong...at least in that person's case.Desired Settlement: I want this company to take my name off ALL mailing lists in EVERY city of EVERY state. I want this company to LEAVE ME ALONE.And I do not think it should be this hard to get somebody to take notice and respond to what started out to be a simple request. This has been going on over two months and I want it to stopp.

Business

Response:

Dear [redacted], I’m reaching out to you about your concerns sent to the Revdex.com (Revdex.com) regarding pre-screened/pre-approved offers you are receiving by mail. We take your concerns seriously, and we’re glad to share more information about this. We’ve removed your name and address from our mailing list. However, you may need to do this for any variation in the spelling of your name or address. Please allow 30 days from the date of this letter for all mail offers from us to stop. We’d like to apologize for any frustration that this matter may have caused you when contacting us to opt-out. If you have any questions or concerns, please give me a call at 800-955-1455, Monday through Friday from 6:45 a.m. to 3:15 p.m. PT. When contacting me, please be sure to have the following six digit phone PIN available: [redacted]. I am happy to help in any way that I can. Sincerely,[redacted], on behalf of Capital One

Review: I had an online savings account with Capital One in which I had setup an automatic wire transfer from my [redacted] checking account to my Capital One savings account. I decided to close my account in January of 2012 and I deactivated the recurring automatic wire transfers. In May 2013 the automatic wires suddenly started again without my authorization. I contacted Capital One and they informed me someone hacked into my online banking account. The shut down my online account and deactivated my account ensuring me that it would not occur again. The same issue happened again in June 2013. I contacted Capital One again and they told me someone had reversed the deactivation of the account without my permission. Everytime I call I speak to someone different and they keep telling me they fixed it. Capital One has not right to withdrawl money from my bank account without my permission and they seem to be unable to make the withdrawls stop.Desired Settlement: I would like Capital One to stop pulling money from my [redacted] account as the transactions are not authorized.

Business

Response:

I spoke with [redacted] today and was able to resolve all of her concerns regarding her online transfer that took place on her closed account. I was able to successfully cancel this going forward so her external bank will not be debit again and her account with us will be closed. I provided [redacted] my direct telephone number if she needed assistance going forward.

Thank you

Review: Somone opened a credit card with my informarion, I called to report it as fraud and was told I would be sent a letter to start a. Investigation and to fill it out and send it back to them. Never got that letter. Then an investigator for Capital one called me while I was at work and talked to her as long as I could before having to return to work, telling her I would call her back when I got home to get the matter figured out. I called and called, always busy and only got to her voicemail if I called customer service and had them transfer me. Even though I had her extension number. I left a message saying to please call me back so we could figure the mess out and.never heard back. Then got a letter saying the investigation was complete and im responsible for the charges. So in fury, called and talked to 3 different people who couldnt help me, one being a supervisor and not taking anything I had to say into consideration just repeating the same details and saying it doesnt look like fraud. I gave every and any possibility as to how it maY have happened but they didnt care. I offered to send them my photo i.d. so they could compare it with the person who had the card on the security cameras at the store. They didnt want to do that. Im being stuck with a $400 bill for a card I never opened. They are not caring about what I say only.the simple facts they have on a screen, which doesnt qualify as a real investigation. I should not be responsible for this bill and should not be treated like a liar.

Product_Or_Service: credit card fraud

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to not be responsible for the fraudulant charges of $384.26 made on the credit card I did not open. I would like to have the case closed as fraud, as that is what it is.

Business

Response:

Customer was sent letter advising account was deemed fraud. Customer is not responsible for charges.

Review: I’m a new consumer to Capital One. I was with [redacted] since May 2011 and have never been late nor missed a payment. [redacted] was taken over by Capital One and I decide to maintain my current outstanding billing record by sitting up payment to take place monthly online, with that being said somehow either by using the only and or old payment system the payment was not process. I contacted the company to explain this technical error and to make a full payment and request that this issue be investigated and resolved. This seem very unfair and unjustified, I’ve NEVER BEEN LATE NOR MISSED A PAYMENT PLEASE REVIEW MY HISTORY AND MY CURRENT STATUS. Last four of SSN: [redacted]Desired Settlement: To have the 30 day late error removed from my credit report this was a computer issue and of no error of mine

Business

Response:

Dear [redacted],

I’m reaching out to you about your complaint to the Revdex.com and in follow up to our telephone conversation.

Before I can look further into your concerns, I need additional information. Please send a copy of your bank statement or cancelled check showing the automatic payments that were set up for the months of August 2013 and September 2013.

If you prefer, you may mail this information to the address above, or fax it to [redacted].

Once I receive this information from you, I can continue my investigation. If you have additional questions, please call me at[redacted], Monday through Friday from 11:30 a.m. to 8 p.m. PT. I’m glad to help any way I can.

Sincerely,

[redacted], on behalf of Capital One

Review: Capital One:

As I have written to you before, I did not incur this charge. The original charge was for $386.49. Even after I informed Capital One in writing that the charge was fraudulent, Capital One has chosen to continue to pursue the charge against me. Capital One has also attached subsequent charges bringing the total up to $417.46, even though I reported the charges as fraudulent prior to the accrual of any interest, late fee or penalty.

I am not paying this charge; not the principal, not the interest, not the penalty.

As I explained in my last letter, it has been fully 5 years since I used this Capital One credit card. In terms of consumer protection, it is completely unacceptable that Capital One would accept without question a charge against an account that had been dormant for 5 years. I feel confident that any jury would concur with that conclusion.

Further, since my Capital One account has not been in use for 5 years, I strongly suspect that the misuse of the account came from within Capital One. I do not see how else the credit card number could have been accessed. Again, this constitutes a breach of even the most basic consumer protection.

I am again asking you to cease and desist in harassing me about these charges that you in negligence accepted. I am distributing this second reply to certain consumer protection advocates, for their awareness. IfCapital One continues to harass me in this matter I will file formal grievances with consumer protection advocates.

Sincerely,

Cc: [redacted], [redacted]Desired Settlement: Unspecified

Business

Response:

Dear [redacted],

I'm reaching out in regards to your complaint to the Revdex.com. I would like to try to help you.

Before I can look into your concerns, I need to verify your information for security reasons. Please give me a call at [redacted] and provide me with the following:

Your name

Your current address

The last 10 digits of your account number

The last four digits of your Social Security Number

Your date of birth

If you prefer, you may mail this information to the address below, or fax it to [redacted].

Capital One

Richmond, VA [redacted]

Once I receive this information from you, I can check into this. If you have additional questions, please call me at [redacted]. I can be reached Monday through Friday between the hours of 11 a.m. to 7:30 p.m. ET.

Sincerely,

Office of Executive Resolutions

Capital One

Review: The complaint is in regards to an auto loan (account no. [redacted]). The vehicle was in an accident (May 2013) and deemed a total loss by Capitol One (July 2013). At which point, I began communicating with [redacted] ([redacted]). I arranged a settlement agreement and was advised payments for the balance would be taken out of my check automatically and the car would be picked up from in front of my home within the next week. The car was not insured, I requested a copy of my loan documents and was advised they would be sent out to me. They were never mailed. I requested this of the company at my mothers urging due to my borrowing the initial settlement down payment from her. She was concerned the vehicle should have had gap insurance on the loan as the requirement of the state. CapitalOne has yet to retrieve the vehicle and it sits in front of my home. I have communicated with CapitalOne to no avail in regards to the vehicles retrieval. They will not provide a title so I can have it removed. And there representatives have conveyed it is their car. I have recently been advised my credit report is reflecting my account is a voluntary repossession. Yet, I have located the letter I received from Capital One indicating the vehicle was a total loss. The total loss is why the account was negotiated for settlement. The company has now, not followed through with their verbal conveyance of picking up the vehicle. The company did not send my loan documentation for the vehicle as requested. And the company is not inaccurately reflecting the vehicle has been voluntarily repossessed on my credit report. I would appreciate your assistance in having the inferior service which I am currently receiving addressed. Thank you.Desired Settlement: I am still requesting a copy of my loan documentation in its entirety. I would like the vehicle removed from in front of my home as promised. The voluntary repossession is not applicable to my situation. The companies representative, [redacted]', conveyance of the car being removed was a key component of the settlement agreement. I would like a letter of apology from the company, due to the fact, I should not have had to go this extent to be treated fairly. In their letter, I am requesting the company again acknowledge my car is a total loss, and a settlement agreement was posed and I accepted and the agreement will be reflected on my credit report as agreed settlement and not a voluntary repossession.

Business

Response:

Dear [redacted],

We have reviewed your submission to the Revdex.com and would like to address your concerns. We apologize for any delays you may have encountered attempting to get clarification on this issue.

Upon receiving your submission, we arranged for a member of our Customer Advocacy Team to contact you to assist with your concerns. We confirmed that they have updated your account status and credit bureau reporting (see attached). In addition, we confirmed that your title was released to you so that you may arrange for a salvage company to retrieve your vehicle.

We regret any inconvenience this matter may have caused you. If you have additional questions, please contact our Customer Service Department at [redacted]. If you have questions regarding this specific response, I can be reached at [redacted].

Sincerely,

On behalf of Capital One

Review: Capital One has charged me a "member fee", which I knew nothing about, nor when the charges were supposed to occur. This put me over the limit. The company has yet to notify me via email, phone, or anything about these charges/deliquincies. Yet, the first thing they do is notify the credit bureaus that I have an over the limit fee. This has injured my credit to the point that I now cannot look for an apartment. This company is soley in business to HURT the consumer. Why would they send notification the credit bureau without first contacting me to fix the problem? I want this company to remove the negative item from my credit reprot. I am leaving all aspects of this company by closing my credit card and moving my money away from Captial One 360 also. This company is only out to hurt customers. I want nothing more to do with them. Trying to reach them by phone is next to impossible. I am absolutely hurt and upset that they would treat the consumer this way.Desired Settlement: I want the over the limit fee removed and the most important thing is I want this removed from my credit. I also want instructions on how to close all my accounts so I can get as far away from this company as possible.

Business

Response:

Dear [redacted],

I'm reaching out to you about your complaint to the Revdex.com in regards to the Annual Membership Fee and your request to remove the over the limit reporting from the Consumer Reporting Agencies, like Equifax, Experian, etc.

As a courtesy, we have credited your account the Annual Membership Fee in the amount $[redacted]. This adjustment will appear on your Febuary 2014 billing statement. If you would like to close your accounts, please contact me at the number listed below.

Your December 2011, November 2012 and December 2013, billing statements show a renewal notice indicating the Annual Membership Fee of $59.00 will be billed on your next month's billing statement.

We understand you would like us to remove the over the limit reporting from the Consumer Reporting Agencies but we aren't able to do that. Please note that this account is reporting as open, current with a high balance reporting in the amount of $[redacted] dating back to January 1, 2009. The high balance that is being reported is not a result of the Annual Membership Fee that was billed to your account on January 2, 2014. I'm sorry if this isn't the outcome you were hoping for.

If you have additional questions, please call me at [redacted], Monday through Friday, from 11:30a.m. to 8p.m. PT. I'm glad to help any way I can.

Sincerely,

[redacted], on behalf of Capital One

Review: Capital one continues to add on cash advance charges when the card was canceled in 2009.The original advance was $300 now its up to $746, I agreed to continue payment even when I had no access to the card. No one wants to discuss this problem with me.Desired Settlement: Correct Problem

Business

Response:

Dear [redacted],

This letter is in follow- up to our conversation on January 16,2014, regarding the balance on and payments being applied to your account.

[redacted], as of the date of this letter your account balance is $[redacted]. In reference to your concerns with the way the payments are applied to your balance, when you make a payment which exceeds the minimum payment by an amount sufficient to pay a higher rate balance shown on your statement, you may still have a balance at the higher rate on your next statement as a result of transactions, interest, or fees charged to your account before your payment was credited. For instance, interest continues to accrue on the higher rate balance between the last day of the statement and the date we receive your payment, but that interest does not post to your account until the next statement. We are not able to change the way payments are applied.

We use the Average Daily Balance to compute the interest charges for each balance segment on your account. This is the average amount that exists in an account over a period of time. The Average Daily Balance amount is determined by adding together the balances, including new transactions for each day during the billing cycle, and then dividing by the total number of days in that cycle.

In order to avoid paying interest entirely, you would need to pay off the entire account balance including the balance transfer or pay off the purchase balance and refrain from using the card untl the balance transfer is paid in full.

In case it is helpful, I have enclosed a copy of your Customer Agreement as well as your November 2013 through January 2014 billing statements. Please refer to the sections labeled Interest Charges and Fees and How We Apply Your Payments in this document. The sections of your billing statement labeled How Can I Avoid Paying Interest Charges, How is the Interest Charge applies and How do you Calculate the Interest Charge, disclose the information provided in this letter.

If you have additional questions or concerns, please give me a call at [redacted] Monday through Friday from 6:45a.. to 3:15p.m. PT.

Sincerely,

[redacted], on behalf of Capital One